About dhgate
DHgate is a cross-border online marketplace connecting buyers with third-party sellers, mainly for wholesale and retail purchases. Orders are tracked in the buyer account, order emails, the DHgate app, seller messages, carrier pages, or 17TRACK when a carrier tracking number is available.
| Field | Verified summary |
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| Official name | DHgate, commonly styled as DHgate.com. |
| Official website | https://www.dhgate.com/ |
| Brand type | Cross-border marketplace with seller-managed orders and platform buyer support tools. |
| Order tracking page | Sign in, open My DHgate or My Orders, choose the order, and view shipment or logistics information. |
| App / account system | DHgate provides buyer accounts and mobile app access for order details, notifications, disputes, and messages. |
Brand Entity & Order Ownership
| Entity / order party | Role in the order |
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| DHgate platform | Hosts the marketplace account, order page, buyer protection and dispute tools. |
View all details for DHgate platform| What it controls | Account access, order records, payment-related platform processes, messages, dispute entry points, and platform-visible logistics data. |
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| What it cannot control | Every seller dispatch decision, every carrier scan, customs processing, or the physical delivery route after handoff. |
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| Why it matters to tracking | The platform order page is the first place to confirm whether the seller has shipped and whether a tracking number was uploaded. |
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| Buyer account | Shows private order details, seller messages, dispute options, and shipment records. |
View all details for buyer account| What it controls | The buyer can view orders, contact sellers, confirm receipt when appropriate, open available after-sales requests, and provide evidence. |
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| What it cannot control | The buyer cannot create carrier scans, force customs release, or approve a refund outside the official process. |
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| Why it matters to tracking | Private account access may be required before DHgate can discuss order-specific shipping or refund information. |
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| Seller or merchant | Lists products, prepares goods, ships or arranges shipment, and uploads tracking when applicable. |
View all details for seller or merchant| What it controls | Handling time, packaging, dispatch timing, selected shipping method, and many tracking-number corrections. |
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| What it cannot control | Carrier transit events after pickup, destination customs, local delivery attempts, or platform refund decisions. |
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| Why it matters to tracking | If an order is shipped by a marketplace seller, the seller is often the first source for missing, invalid, or wrong tracking. |
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| Carrier / last-mile carrier | Moves the parcel and publishes logistics scans after it receives electronic data or the parcel. |
View all details for carrier or last-mile carrier| What it controls | Pickup scans, transit scans, delivery attempts, proof-of-delivery data when offered, and return-to-sender movement. |
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| What it cannot control | Seller dispatch promises, item description disputes, marketplace refunds, or order cancellation approvals. |
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| Why it matters to tracking | 17TRACK and carrier pages can only show events that the carrier or logistics partner makes available. |
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| 17TRACK relationship | Independent tracking platform for carrier tracking numbers. |
View all details for 17TRACK relationship| What it controls | Tracking lookup, carrier auto-detection where supported, and presentation of available tracking events. |
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| What it cannot control | DHgate orders, seller messages, address changes, refunds, returns, customs, or carrier delivery decisions. |
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| Why it matters to tracking | Use 17TRACK after you have a carrier tracking number, not as a replacement for the DHgate order account. |
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Quick Answer
To track a DHgate order, sign in to DHgate, open My Orders, select the order, and check the shipment or logistics section for the carrier and tracking number. If a carrier tracking number is visible, you can paste it into 17TRACK to follow available carrier events.
If there is no tracking number yet, the seller may still be processing the order, or the carrier may not have accepted the parcel. Contact the seller from the DHgate order page first; escalate through DHgate support or dispute tools only when the official order workflow makes that option available.
Pro Tip: 17TRACK can help track available carrier tracking numbers and may auto-detect supported carriers, but it cannot view private DHgate order details, modify an order, start a refund, change an address, or contact a seller for you.
How to Track dhgate Orders
Start with the official DHgate order page because it connects the order number, seller, payment state, shipment state, and dispute options. Then use 17TRACK or the carrier site for carrier-level movement after a tracking number exists.
Tracking Path Comparison
| Tracking path | Use when |
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| Official account / My Orders | You are the buyer and can sign in to the DHgate account used for purchase. |
View all details for official account tracking| Identifier needed | DHgate account login, order number, or the order record in My Orders. |
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| What you can see | Order status, seller information, shipment records, uploaded tracking numbers, messages, after-sales and dispute options. |
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| Best next step | Open the order, check whether it is split into multiple shipments, copy each carrier tracking number, and verify it with 17TRACK or the carrier. |
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| Important limitation | Account order status may update before the carrier publishes a physical pickup scan. |
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| Order email or app notification | You need a quick link or order reference outside the website. |
View all details for order email or app notification| Identifier needed | Order confirmation email, shipping notice, app alert, account email, or phone number associated with the account. |
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| What you can see | Order links, seller updates, shipping notices, and sometimes tracking numbers. |
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| Best next step | Use the message to reach the order page rather than relying only on the email summary. |
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| Important limitation | Email content can be delayed or incomplete compared with the order detail page. |
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| 17TRACK | You have a carrier tracking number from DHgate, the seller, or an order email. |
View all details for 17TRACK tracking| Identifier needed | Carrier tracking number, not only a DHgate order number. |
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| What you can see | Available carrier scans, transit milestones, delivery attempts, delivered events, and return movement when supported. |
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| Best next step | Compare the latest event with the DHgate order page and contact the seller if the uploaded number appears wrong. |
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| Important limitation | 17TRACK cannot access private order records or platform dispute decisions. |
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| Carrier website | You know the specific carrier or need delivery options offered by the carrier. |
View all details for carrier website tracking| Identifier needed | Carrier tracking number and sometimes destination postcode, phone number, or account verification. |
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| What you can see | Carrier-specific scans, delivery attempts, pickup point information, and proof-of-delivery features if provided. |
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| Best next step | Use carrier evidence for delivery disputes, then provide it in DHgate messages or dispute tools. |
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| Important limitation | The carrier usually cannot resolve item quality, wrong item, seller delay, or marketplace refund issues. |
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| Seller message center | Tracking is missing, invalid, shows another destination, or the order is not shipped. |
View all details for seller message center| Identifier needed | DHgate order number, seller name, item name, and screenshots of tracking concerns. |
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| What you can see | Seller explanations, corrected tracking numbers, shipping method confirmations, or reshipment discussions. |
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| Best next step | Ask the seller for the carrier name, tracking number, shipping date, and whether the order was split. |
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| Important limitation | Seller replies do not replace official dispute evidence if the issue remains unresolved. |
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| Guest, gift, or proxy purchase route | Someone else bought the item for you, or you only have a tracking link. |
View all details for guest or gift route| Identifier needed | Carrier tracking number or a DHgate order link provided by the purchaser. |
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| What you can see | Public carrier tracking if you have the tracking number; private order, refund, and seller-message details may remain with the purchaser. |
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| Best next step | Ask the purchaser for the carrier tracking number or to contact the seller from the order page. |
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| Important limitation | DHgate support may require the account holder for order-specific actions. |
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Official account steps: sign in to DHgate, open My DHgate or My Orders, select the order, check Order Status or shipment details, find the carrier and tracking number, then check whether one order has multiple shipments or packages.
Order Numbers, Tracking Numbers and Where to Find Them
A DHgate order number identifies the purchase inside DHgate. A carrier tracking number identifies a parcel in a logistics network. 17TRACK normally needs the carrier tracking number.
Identifier & Tracking Number Guide
| Identifier type | Where users find it |
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| DHgate order number | Order confirmation email and My Orders page. |
View all details for DHgate order number| Looks like / example | Clearly fictional example: DHG-ORDER-#######. |
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| Who issues it | DHgate order system. |
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| Can 17TRACK use it? | Usually no; use it on DHgate to find the shipment tracking number. |
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| What it can and cannot prove | It proves an order record exists in the platform account, but not that a carrier has received the parcel. |
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| Shipment or logistics tracking number | Shipment section of the order page after the seller uploads logistics information. |
View all details for shipment tracking number| Looks like / example | Varies by carrier; fictional examples include DHGTRACK######## or LP########CN. |
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| Who issues it | Seller, logistics provider, carrier, or shipping platform connected to the seller. |
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| Can 17TRACK use it? | Yes, when it is a supported carrier tracking number or logistics number with available tracking data. |
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| What it can and cannot prove | It can show logistics events; it does not prove item quality, seller compliance, or refund approval. |
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| Carrier tracking number | Carrier field in DHgate logistics, seller message, shipping email, or package label. |
View all details for carrier tracking number| Looks like / example | Format depends on carrier and destination country; no universal DHgate format should be assumed. |
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| Who issues it | The carrier or logistics network handling the parcel. |
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| Can 17TRACK use it? | Usually yes if the carrier is supported and events are published. |
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| What it can and cannot prove | It can show parcel custody and movement; it cannot confirm the contents are correct. |
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| Return tracking number | Return label, return shipping receipt, or after-sales message. |
View all details for return tracking number| Looks like / example | Carrier-dependent return parcel number; keep it separate from the outbound tracking number. |
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| Who issues it | Return carrier, seller, or return-label provider. |
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| Can 17TRACK use it? | Yes, when it is a trackable carrier number. |
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| What it can and cannot prove | It can prove return movement or delivery to a return address; it does not prove refund approval by DHgate or the seller. |
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| Dispute, refund, or after-sales case ID | DHgate dispute center, refund page, support replies, or order after-sales page. |
View all details for dispute or after-sales case ID| Looks like / example | Clearly fictional example: CASE-#######. |
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| Who issues it | DHgate after-sales, dispute, or support workflow. |
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| Can 17TRACK use it? | No; it is not a carrier tracking number. |
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| What it can and cannot prove | It identifies a support or dispute process, but it does not show parcel movement. |
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| Seller reference | Seller message, invoice, commercial document, or package note. |
View all details for seller reference| Looks like / example | Varies by seller; do not treat it as an official carrier number unless carrier tracking works. |
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| Who issues it | Marketplace seller or merchant. |
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| Can 17TRACK use it? | No, unless it is also a valid carrier tracking number. |
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| What it can and cannot prove | It helps communication with the seller but may not prove shipment or delivery. |
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Fulfillment, Sellers and Carriers
DHgate orders may be handled by different sellers, logistics partners, export carriers, destination carriers, and last-mile services. The carrier varies by order, region, seller, item type, and shipping option.
Fulfillment & Carrier Relationship
| Fulfillment model | Who ships it |
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| Third-party seller self-fulfillment | The DHgate seller arranges packing and shipping. |
View all details for third-party seller self-fulfillment| Typical carriers or delivery network | Carrier varies by seller, country, product, shipping method, and logistics provider. |
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| Who updates tracking | Seller uploads the number; carrier or logistics partner publishes scans. |
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| Who handles delivery issues | Seller for dispatch and number errors; carrier for delivery scans; DHgate for platform dispute workflow. |
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| What the customer should check first | Order page shipping status and seller messages. |
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| Cross-border parcel shipment | Seller or logistics provider moves the parcel through export, line-haul, customs, and last mile. |
View all details for cross-border parcel shipment| Typical carriers or delivery network | Multiple networks may be involved; a destination carrier may replace or supplement the origin tracking record. |
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| Who updates tracking | Origin logistics partner, airline or line-haul handler, customs-related systems, and destination last-mile carrier when data is shared. |
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| Who handles delivery issues | Carrier for delivery attempts, seller for shipment documentation, platform for disputes. |
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| What the customer should check first | Latest event location, customs status, and whether a new last-mile number appears. |
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| Split order or multiple packages | One seller or multiple sellers may ship items separately. |
View all details for split order or multiple packages| Typical carriers or delivery network | Each package can have a different tracking number, carrier, route, or delivery date. |
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| Who updates tracking | Each carrier updates its own parcel record. |
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| Who handles delivery issues | Seller and carrier connected to the missing shipment; DHgate if the order cannot be resolved. |
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| What the customer should check first | Item-level shipment details and package count in the order page. |
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| Digital service or non-physical item | Fulfillment may occur through account delivery, download, or seller message rather than parcel shipping. |
View all details for digital or non-physical items| Typical carriers or delivery network | No physical carrier tracking applies unless the seller ships a physical package. |
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| Who updates tracking | Seller or platform order status, not a carrier. |
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| Who handles delivery issues | Seller first, then DHgate support or dispute workflow where applicable. |
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| What the customer should check first | Product type, seller messages, and order delivery instructions. |
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Tracking Statuses and Meanings
DHgate order status, seller shipment status, carrier scan status, return status, and refund status are different. Use the table below to decide who is responsible now.
Status Quick Lookup
| Status shown | Lifecycle stage |
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| Pending payment or order confirmation | Checkout and payment verification. |
View all details for pending payment| What it usually means | The purchase is not yet ready for seller dispatch. |
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| Who is responsible now | Buyer, payment channel, and DHgate account workflow. |
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| What happens next | The order moves to seller processing after payment is accepted. |
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| What the customer should do | Check payment status in DHgate and do not expect carrier tracking yet. |
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| Processing / seller preparing | Seller handling before shipment. |
View all details for processing| What it usually means | The seller is preparing stock, packing, or arranging logistics. |
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| Who is responsible now | Seller. |
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| What happens next | The seller should ship and upload logistics information when available. |
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| What the customer should do | Contact the seller if processing exceeds the expected seller handling shown in the order. |
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| Shipped but no scans | Shipment created; carrier acceptance not yet visible. |
View all details for shipped but no scans| What it usually means | A label or logistics record may exist before the carrier posts pickup data. |
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| Who is responsible now | Seller until carrier custody is visible; carrier after acceptance scan. |
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| What happens next | Tracking may update after pickup, sorting, export, or first network scan. |
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| What the customer should do | Ask the seller to confirm dispatch date and correct carrier number if no events appear. |
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| In transit | Carrier movement between facilities or countries. |
View all details for in transit| What it usually means | The parcel is moving or waiting for the next scan in the logistics route. |
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| Who is responsible now | Carrier or logistics provider. |
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| What happens next | Line-haul, customs, destination arrival, or last-mile handoff. |
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| What the customer should do | Monitor events and save screenshots if delivery deadline or buyer protection concerns arise. |
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| Out for delivery / delivery attempted | Last-mile delivery stage. |
View all details for out for delivery or attempted delivery| What it usually means | The destination carrier is trying to deliver or needs recipient action. |
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| Who is responsible now | Last-mile carrier and recipient. |
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| What happens next | Delivery, pickup notice, reattempt, address correction, or return to sender. |
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| What the customer should do | Check carrier instructions, mailbox, front desk, phone messages, and pickup-point notices. |
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| Delivered | Carrier delivery scan posted. |
View all details for delivered| What it usually means | The carrier marked the parcel delivered to an address, mailbox, parcel room, reception, neighbor, or pickup location depending on service. |
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| Who is responsible now | Recipient for local checks, carrier for delivery evidence, seller or DHgate for unresolved order claims. |
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| What happens next | If missing, evidence collection and seller/platform escalation. |
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| What the customer should do | Check all delivery locations and request proof of delivery before opening a claim. |
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| Return / refund status | After-sales lifecycle, separate from outbound delivery. |
View all details for return or refund status| What it usually means | A return parcel, dispute, cancellation, or refund workflow is active. |
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| Who is responsible now | Buyer, seller, DHgate after-sales workflow, payment channel, and return carrier depending on the step. |
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| What happens next | Return delivery evidence, seller review, platform decision, or payment processing. |
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| What the customer should do | Track the return parcel separately and monitor DHgate refund status in the order page. |
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Delivery Time and Delay Factors
DHgate does not have one universal delivery time for every order. Timing depends on seller handling, selected shipping method, origin, destination, customs, carrier handoff, and whether the order is split.
Delivery Time & Delay Factors
| Scenario/service | Typical timing source |
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| Seller processing | Order details, seller promise, product page, or seller message. |
View all details for seller processing timing| What can delay it | Stock preparation, customization, seller workload, payment verification, or missing buyer information. |
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| When tracking may update | After the seller ships or creates a logistics record. |
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| Who to contact first | Seller through the DHgate order message center. |
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| Important caveat | Processing is not carrier transit; 17TRACK may show nothing before shipment. |
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| Cross-border shipping | Shipping method shown in the order and carrier tracking events. |
View all details for cross-border shipping timing| What can delay it | Export processing, line-haul capacity, customs inspection, documentation, holidays, and last-mile handoff. |
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| When tracking may update | At pickup, export, destination arrival, customs release, or local delivery scans. |
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| Who to contact first | Seller for shipping proof; carrier for local delivery events when the parcel is in destination country. |
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| Important caveat | International parcels can have long gaps between scans without necessarily being lost. |
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| Split shipment | Item-level shipment records in My Orders. |
View all details for split shipment timing| What can delay it | Different warehouses, sellers, item availability, package size, or carrier routes. |
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| When tracking may update | Separately for each package. |
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| Who to contact first | The seller responsible for the missing or delayed item. |
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| Important caveat | One delivered package does not prove all items in the order were delivered. |
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| Customs hold | Carrier tracking, customs-related notice, or destination carrier instruction. |
View all details for customs hold timing| What can delay it | Inspection, import duties, missing documents, restricted goods review, or recipient response requirements. |
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| When tracking may update | When customs releases the parcel or the carrier receives a new instruction. |
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| Who to contact first | Destination carrier if they request recipient action; seller if documentation is missing. |
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| Important caveat | 17TRACK can display available events but cannot clear customs or pay duties. |
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| Peak season or holiday | Carrier notices, seller communication, and order estimates. |
View all details for peak season or holiday timing| What can delay it | High parcel volume, reduced workdays, weather, route congestion, or limited flights. |
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| When tracking may update | After backlog processing or next carrier scan. |
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| Who to contact first | Carrier for delivery network issues; seller if dispatch was never confirmed. |
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| Important caveat | Estimated dates are not a guarantee unless the order terms explicitly say so. |
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Common Problems and Next Steps
Most DHgate tracking problems are solved by separating seller processing, carrier movement, customs, last-mile delivery, and platform after-sales responsibility.
Problem & Next Step
| Problem shown | Check first |
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| No tracking number | Order status, seller processing state, and messages. |
View all details for no tracking number| Likely cause | Seller has not shipped, tracking is not uploaded, or the item is not a physical parcel. |
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| Immediate action | Message the seller for carrier name, tracking number, and dispatch date. |
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| When to escalate | When seller processing exceeds the order terms or official dispute options become available. |
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| Who to contact | Seller first, then DHgate support or dispute workflow. |
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| Tracking number not working | Carrier name, number spelling, and whether it is newly created. |
View all details for tracking number not working| Likely cause | Wrong carrier selected, label created before scan, seller typo, recycled number, or logistics number not publicly trackable. |
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| Immediate action | Try carrier auto-detection on 17TRACK and ask the seller to confirm the exact carrier. |
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| When to escalate | If the number never shows movement or appears to belong to a different parcel or destination. |
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| Who to contact | Seller for correction; DHgate if unresolved. |
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| Package stuck | Latest scan location, date, and lifecycle stage. |
View all details for package stuck| Likely cause | Line-haul waiting, customs processing, carrier backlog, or unscanned transfer. |
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| Immediate action | Check both 17TRACK and carrier site; save the latest event. |
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| When to escalate | When delivery protection, buyer protection, or dispute timing makes escalation appropriate. |
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| Who to contact | Carrier for destination-network issues; seller or DHgate for unresolved order claims. |
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| Delivered but not received | Mailbox, door, reception, parcel room, neighbors, delivery photo, and proof of delivery. |
View all details for delivered but not received| Likely cause | Safe-place delivery, front desk receipt, neighbor delivery, incorrect scan, theft, or address mismatch. |
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| Immediate action | Check all delivery locations, ask household or reception, request proof from the carrier, and keep screenshots. |
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| When to escalate | If the carrier evidence conflicts with your address or the package remains missing after local checks. |
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| Who to contact | Carrier for delivery evidence, seller for shipment details, DHgate dispute or support if unresolved. |
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| Address problem or delivery attempted | Carrier notice, phone messages, address line, and pickup instructions. |
View all details for address problem or delivery attempted| Likely cause | Incomplete address, recipient unavailable, access issue, duty payment required, or pickup notice. |
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| Immediate action | Follow the carrier instruction quickly and message the seller if the address on the order was wrong. |
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| When to escalate | If the carrier is returning the parcel or cannot locate it. |
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| Who to contact | Carrier for reattempt or pickup; seller or DHgate for address-related order dispute. |
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| Wrong item, missing item, lost or damaged package | Package count, item photos, unboxing evidence, tracking delivery event, and seller listing. |
View all details for wrong, missing, lost or damaged item| Likely cause | Seller packing issue, split shipment, transit damage, lost parcel, or item not as described. |
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| Immediate action | Photograph package, label, contents, damage, and tracking screen; message seller through the order. |
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| When to escalate | If the seller does not resolve it or the official dispute window applies. |
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| Who to contact | Seller first; carrier for damage evidence if required; DHgate dispute workflow for unresolved claims. |
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| Return not updating or refund pending | Return tracking number and DHgate refund or dispute status. |
View all details for return not updating or refund pending| Likely cause | Return carrier scan delay, seller review, platform decision, payment processing, or missing return evidence. |
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| Immediate action | Track the return separately and upload requested proof in the DHgate after-sales workflow. |
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| When to escalate | If return delivery is proven but refund status does not progress in the official workflow. |
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| Who to contact | Seller, DHgate support, or payment channel depending on the active stage. |
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Returns, Exchanges and Refunds
Return tracking proves the return parcel movement. Refund status is decided through DHgate, the seller, and payment processes. 17TRACK can help read the return carrier trail but cannot approve a refund.
Returns & Refunds
| Scenario | Where to start |
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| Cancel before shipment | Order details page if cancellation is available, or seller message. |
View all details for cancellation before shipment| Who can start it | Buyer, subject to order status and DHgate workflow. |
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| Identifier needed | Order number and account login. |
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| Return shipping/tracking | No return tracking if the parcel was not shipped. |
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| Refund timing dependency | Depends on cancellation approval and payment processing. |
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| Important limitation | Cancellation may not be available after the seller ships. |
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| Item not received | Order page, seller messages, then DHgate dispute or support workflow when applicable. |
View all details for item not received return or refund| Who can start it | Buyer with access to the order account. |
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| Identifier needed | Order number, tracking number, latest scan, and evidence of non-receipt. |
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| Return shipping/tracking | Usually no return parcel if the original parcel is lost or undelivered. |
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| Refund timing dependency | Depends on seller response, platform review, delivery evidence, and payment channel. |
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| Important limitation | A delivered scan may require additional proof before a refund decision. |
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| Item not as described or wrong item | After-sales or dispute entry in the DHgate order page. |
View all details for item not as described| Who can start it | Buyer, with evidence and within the applicable order workflow. |
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| Identifier needed | Order number, item photos, packaging photos, seller listing, and messages. |
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| Return shipping/tracking | If return is required, keep the return tracking number and delivery proof. |
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| Refund timing dependency | Depends on seller agreement, platform decision, return receipt, and payment processing. |
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| Important limitation | Do not return goods outside the official instructions if a dispute is active. |
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| Exchange or replacement | Seller message or after-sales process if offered for that order. |
View all details for exchange or replacement| Who can start it | Buyer and seller by agreement, subject to DHgate process. |
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| Identifier needed | Original order number, replacement tracking number if shipped, and return tracking if required. |
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| Return shipping/tracking | Track both the return parcel and replacement parcel separately. |
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| Refund timing dependency | May not involve refund unless exchange fails or is converted to refund. |
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| Important limitation | Seller promises should be kept inside DHgate messages for evidence. |
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| Gift or proxy return | Purchaser’s DHgate account unless the purchaser provides the necessary order access. |
View all details for gift or proxy return| Who can start it | Usually the account holder or person with official order access. |
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| Identifier needed | Order number, account email, tracking number, and evidence from the recipient. |
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| Return shipping/tracking | The return carrier number should be shared with the purchaser and seller. |
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| Refund timing dependency | Refund normally follows the original payment or official platform route. |
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| Important limitation | A recipient may be able to track the parcel but not control refund or dispute actions. |
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Customer Service and Escalation
Use the DHgate order page and help center for order-specific support. Contact the seller for shipment preparation and tracking errors; contact the carrier for delivery scans; use DHgate support or disputes when seller resolution fails within the official workflow.
Customer Service
| Channel | Best for |
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| DHgate Help Center | Policy guidance, order help topics, payment, shipping, disputes, returns, and account questions. |
View all details for DHgate Help Center| Where to access | DHgate Help Center. |
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| Information to prepare | Order number, account email, tracking number, seller name, screenshots, photos, and latest carrier event. |
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| Who should use it | Buyers who need official DHgate help or instructions. |
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| Important limitation | Public help pages are not a substitute for signed-in order-specific support. |
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| Order detail page | Private order status, shipment data, seller messages, refund or dispute entry points. |
View all details for order detail page support| Where to access | Sign in to DHgate and open My Orders. |
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| Information to prepare | Order number, item name, seller name, shipping address, tracking number, and problem description. |
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| Who should use it | The account holder or authorized buyer. |
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| Important limitation | Some actions depend on order status and may not appear at every stage. |
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| Seller message center | Missing tracking, incorrect tracking, dispatch questions, item problems, replacement discussions. |
View all details for seller message center support| Where to access | From the DHgate order page or seller contact option. |
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| Information to prepare | Order number, item SKU or product link, tracking screenshot, photos, and requested resolution. |
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| Who should use it | Buyers whose issue is controlled by the seller. |
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| Important limitation | Keep communication inside DHgate so it can be used as evidence if escalation is needed. |
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| Carrier support | Delivery attempt, proof of delivery, pickup point, customs notice, address issue, or local delivery problem. |
View all details for carrier support| Where to access | The official carrier website shown by DHgate, the package label, or 17TRACK carrier detection. |
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| Information to prepare | Tracking number, destination address, recipient name, phone number, and latest scan. |
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| Who should use it | Recipient or buyer with delivery-location questions. |
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| Important limitation | Carrier support cannot approve DHgate refunds or resolve item description disputes. |
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|
Seller, Marketplace and Buyer Responsibility
This module applies because DHgate is a marketplace. The platform can display orders and provide dispute tools, but sellers and carriers control many shipment-level facts.
Marketplace Responsibility
| Issue | Buyer action |
|---|
| Seller has not shipped | Message seller and monitor order status. |
View all details for seller has not shipped| Platform role | Shows order status and may provide cancellation or dispute tools depending on order stage. |
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| Seller role | Prepare and dispatch the item or explain delay. |
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| Carrier role | No role until a parcel or shipping data is received. |
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| Evidence to keep | Order status screenshot, seller messages, and promised handling time. |
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|
| Seller provided wrong tracking | Ask seller for correction and save conflicting tracking evidence. |
View all details for wrong tracking| Platform role | May review order evidence in support or dispute flow. |
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| Seller role | Provide correct carrier and number. |
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| Carrier role | Shows the parcel route for the number it issued. |
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| Evidence to keep | Tracking page showing wrong destination, seller messages, order address, and screenshots. |
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|
| Item not received after delivery scan | Check delivery locations, request carrier proof, then escalate with evidence. |
View all details for item not received after delivery scan| Platform role | Reviews buyer and seller evidence in the official after-sales process. |
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| Seller role | Provide shipment proof and respond to claim. |
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| Carrier role | Provides delivery scan, proof of delivery, or investigation where available. |
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| Evidence to keep | Proof request, local search notes, tracking screenshots, photos, and delivery address evidence. |
|---|
|
| Return dispute or refund after delivery failure | Use official after-sales workflow and keep return tracking proof. |
View all details for return dispute or refund after delivery failure| Platform role | Provides dispute or refund process and may decide based on evidence. |
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| Seller role | Accepts or contests return, replacement, or refund request. |
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| Carrier role | Shows return delivery or failed delivery events. |
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| Evidence to keep | Return label, tracking receipt, delivery confirmation, photos, case ID, and seller agreement. |
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|
Brand App, Notifications and Delivery Options
DHgate account and app notifications can help buyers notice order changes, but delivery options such as rescheduling, pickup, or proof of delivery are usually controlled by the destination carrier when available.
App, Notifications and Delivery Options
| Feature | Use case |
|---|
| DHgate app order notifications | Monitor order status, seller messages, shipment updates, and after-sales alerts. |
View all details for DHgate app notifications| Where to enable | DHgate app and device notification settings. |
|---|
| When it appears | When DHgate, seller, or logistics updates are pushed to the account. |
|---|
| What it can change | It helps you respond sooner to messages or disputes. |
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| Limitations | It cannot create carrier scans or change carrier delivery decisions. |
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|
| Email notifications | Receive order confirmation, shipping notices, and account reminders. |
View all details for email notifications| Where to enable | Account email and email preferences where available. |
|---|
| When it appears | After order events or seller/platform updates. |
|---|
| What it can change | It can help you find order links and tracking details. |
|---|
| Limitations | Email may lag behind the live order page. |
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|
| Carrier delivery options | Pickup, reattempt, proof of delivery, or local delivery instructions when supported by the carrier. |
View all details for carrier delivery options| Where to enable | Official destination carrier website or local delivery app. |
|---|
| When it appears | After the parcel enters the destination carrier network. |
|---|
| What it can change | May allow pickup, reattempt, address clarification, or proof request depending on carrier. |
|---|
| Limitations | Availability varies and may require recipient verification. |
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|
Business, Seller or Developer API
DHgate has seller-side and platform resources, but this buyer tracking page should not assume public buyer order-tracking API access. For multi-carrier parcel tracking, use 17TRACK API with carrier tracking numbers.
Developer/API Comparison
| Option | Provider |
|---|
| DHgate seller or open platform resources | DHgate. |
View all details for DHgate seller or open platform resources| Order/tracking coverage | Seller operations may include marketplace order and shipping workflows depending on account access and documentation. |
|---|
| Primary use | Seller store operations, not public buyer parcel lookup. |
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| Authentication/access | Requires DHgate seller or developer access where available. |
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| Webhook/batch capability | Use current official documentation; do not assume availability without seller access. |
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| Current documentation | DHgate Open Platform. |
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| Important limitation | Current public official buyer order tracking API is not confirmed for general users. |
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|
| 17TRACK API | 17TRACK. |
View all details for 17TRACK API| Order/tracking coverage | Carrier tracking numbers across supported carriers, not DHgate order numbers. |
|---|
| Primary use | Merchant, support, and logistics systems that need tracking events after carrier tracking numbers are known. |
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| Authentication/access | 17token header with an API key. |
|---|
| Webhook/batch capability | Use the current 17TRACK API documentation for supported features and limits. |
|---|
| Current documentation | 17TRACK API documentation. |
|---|
| Important limitation | You must first obtain the carrier tracking number from DHgate, the seller, or the carrier label. |
|---|
|
FAQ
1. How do I track my DHgate order?Sign in to DHgate, open My Orders, select the order, and check the shipment or logistics section. If a carrier tracking number is available, use it on the carrier website or 17TRACK.
2. Where is my DHgate tracking number?Your tracking number is usually in the shipment details of the DHgate order page after the seller ships. It may also appear in a shipping email, app notification, or seller message.
3. Can I track a DHgate order with only the order number?You can use the order number inside DHgate, but 17TRACK normally needs a carrier tracking number. Open the order first and copy the tracking number uploaded for the shipment.
4. Why does my DHgate order say shipped but there is no tracking update?A seller may create or upload logistics information before the carrier posts a pickup scan. Ask the seller to confirm the dispatch date and carrier if no movement appears.
5. Why is my DHgate tracking number not working?The number may be new, entered incorrectly, assigned to a different carrier, or not yet public. Try carrier auto-detection on 17TRACK and ask the seller to confirm the exact carrier and number.
6. How long does DHgate delivery take?Delivery time depends on seller processing, shipping method, origin, destination, customs, and last-mile carrier. Use the estimate shown on your order and the latest carrier events instead of assuming one universal timeframe.
7. What should I do if DHgate tracking says delivered but I did not receive it?Check your mailbox, door, reception, parcel room, neighbors, delivery photo, and proof of delivery first. If the package is still missing, contact the carrier for evidence and raise the issue with the seller or DHgate support workflow.
8. How do I track a DHgate return?Use the return carrier tracking number from the label, receipt, or after-sales message. Track it separately from the original outbound parcel, and keep proof of return delivery for the DHgate case.
9. Can 17TRACK show my DHgate refund status?No, 17TRACK can show available parcel tracking events, not DHgate refund approval or payment processing. Check refund or dispute status in your DHgate order account.
10. How do I contact DHgate or the seller about tracking?Use the order detail page to message the seller and the DHgate Help Center or order support tools for platform issues. Prepare your order number, tracking number, seller name, latest scan, screenshots, and photos.
11. Who is responsible when a DHgate seller uploads an invalid tracking number?The seller is usually the first party responsible for correcting the uploaded carrier and number. If the seller does not resolve it, keep evidence and use DHgate support or dispute tools when the order workflow allows.
12. Can one DHgate order have more than one tracking number?Yes, marketplace orders can be split by item, seller, warehouse, or package. Check the order detail page for each shipment and track each carrier number separately.
13. Why does a DHgate parcel change carriers during delivery?Cross-border parcels often move through origin logistics, line-haul, customs, and destination last-mile carriers. A new local delivery number may appear if the destination carrier creates one.
14. Can a gift recipient track a DHgate package?A gift recipient can track the public carrier number if the purchaser shares it. Private order actions such as seller messages, disputes, refunds, or address changes usually require the purchaser’s DHgate account.
15. Does DHgate have a public buyer tracking API?A public official buyer order tracking API is not confirmed for general users. Sellers should consult DHgate’s current seller or open-platform documentation, while logistics systems can use 17TRACK API with carrier tracking numbers.
16. What evidence should I keep for a DHgate tracking dispute?Keep the order number, tracking number, seller messages, latest tracking screenshots, delivery proof requests, package photos, item photos, return receipt, and case ID. Evidence should connect the order, parcel, address, item condition, and requested resolution.
Tracking API
// 17TRACK API example for a DHgate parcel.
// Use a carrier tracking number, not a DHgate order number, payment ID, invoice ID, or dispute case ID.
POST https://api.17track.net/track/v2.4/register
Headers:
17token: YourKey
Content-Type: application/json
Body:
[
{
"number": "TRACKING_NUMBER"
}
]
// If you only have a DHgate order number, sign in to DHgate first,
// open the order details, and find the carrier tracking number.
Sources & References
17TRACK is an independent tracking platform and is not affiliated with dhgate.
